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| 1 | |
Sadness, fear and boredom are examples of: |
| | A) | positive emotions. |
| | B) | negative emotions. |
| | C) | attitudes. |
| | D) | behavioural intentions. |
| | E) | values. |
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| 2 | |
Which of these represent the cluster of beliefs, feelings, and behavioural intentions toward an object? |
| | A) | Attitudes |
| | B) | Values |
| | C) | Personality |
| | D) | Moods |
| | E) | Perception |
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| 3 | |
Which component of attitudes represents a positive or negative evaluation related to the attitude object? |
| | A) | Behavioural intentions |
| | B) | Values |
| | C) | Feelings |
| | D) | Perceptions |
| | E) | Beliefs |
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| 4 | |
What do people experience when their beliefs, feelings, and behaviours are inconsistent with one another? |
| | A) | Uncertainty avoidance |
| | B) | Cognitive dissonance |
| | C) | Negative affectivity |
| | D) | Organizational commitment |
| | E) | Emotional intelligence |
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| 5 | |
When interacting with co-workers, customers, suppliers, and others, employees are expected to abide by: |
| | A) | display rules. |
| | B) | our expected level of job satisfaction. |
| | C) | our true emotions. |
| | D) | our moral intensity. |
| | E) | our level of emotional dissonance. |
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| 6 | |
Air Canada’s CEO, Robert Milton, wants employees to smile more often. In other words, he wants Air Canada employees to engage in some level of: |
| | A) | emotional dissonance. |
| | B) | cognitive dissonance. |
| | C) | emotional episodes. |
| | D) | emotional labour. |
| | E) | workplace attitudes. |
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| 7 | |
Conflict between required and true emotions is called: |
| | A) | display rules. |
| | B) | cognitive dissonance. |
| | C) | negative affectivity. |
| | D) | moral intensity. |
| | E) | emotional dissonance. |
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| 8 | |
The ability to monitor one’s own and others’ feelings and emotions, to discriminate among the, and to use this information to guide one’s thinking and actions is referred to as: |
| | A) | emotional intelligence. |
| | B) | value alignment. |
| | C) | utilitarianism. |
| | D) | collectivism. |
| | E) | individualism. |
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| 9 | |
The ability to recognize and understand one’s moods, emotions, and needs is referred to as: |
| | A) | self-motivation. |
| | B) | self-regulation. |
| | C) | self-awareness. |
| | D) | utilitarianism. |
| | E) | empathy. |
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| 10 | |
Emotional intelligence includes all of these abilities, EXCEPT: |
| | A) | assimilate emotions. |
| | B) | understand and reason with emotion. |
| | C) | Regulate emotion in oneself and others. |
| | D) | suppress emotions. |
| | E) | perceive and express emotions. |
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| 11 | |
Which of these concepts is part of the EVLN model? |
| | A) | Expectancy theory |
| | B) | Emotional labour |
| | C) | Leadership |
| | D) | Values |
| | E) | Neglect |
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| 12 | |
Job performance leads to job satisfaction under which of these conditions? |
| | A) | When performance is twice than what was expected |
| | B) | When performance is linked to punishment |
| | C) | When performance is at par |
| | D) | When performance is linked to valued rewards |
| | E) | When command and control management style is implemented |
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| 13 | |
When employees believe it is in their own personal interest to remain with the organization, they are experiencing: |
| | A) | emotional dissonance. |
| | B) | continuance commitment. |
| | C) | distributive justice. |
| | D) | self-regulation. |
| | E) | utilitarianism. |
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| 14 | |
Which of the following refers to the employee's emotional attachment to an organization, co-workers, customers, or a profession? |
| | A) | Organizational commitment |
| | B) | Cognitive dissonance |
| | C) | Continuance commitment |
| | D) | Unethical conduct |
| | E) | Emotional dissonance |
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| 15 | |
“Winning employees hearts” refers to: |
| | A) | continuance commitment. |
| | B) | ethical behaviour. |
| | C) | affective commitment. |
| | D) | emotional labour. |
| | E) | behavioural intentions. |
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| 16 | |
Which of the following is NOT a way for an organization to build commitment? |
| | A) | Promoting fairness and moral integrity |
| | B) | Offering job security |
| | C) | Encouraging employee involvement |
| | D) | Increasing organizational comprehension |
| | E) | All of the above are ways to build commitment |
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| 17 | |
The beliefs about what the employee is entitled to and what the employee is obliged to offer the employer is a: |
| | A) | transactional contract. |
| | B) | relational contract. |
| | C) | binding contract. |
| | D) | employability contract. |
| | E) | psychological contract. |
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| 18 | |
Transactional psychological contracts are primarily: |
| | A) | long-term economic exchanges. |
| | B) | short-term economic exchanges. |
| | C) | long-term emotional exchanges. |
| | D) | short-term emotional exchanges. |
| | E) | None of the above. |
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